Dear Mr.？？？,
Thank you for your recent correspondence in February, March, April and May.
We are sorry that we are just now responding to your enquiry. Due to the severe weather conditions in December, we have high amounts of customer feedbacks and therefore it has been taking some time to reply to all enquiries. We sincerely thank you for your understanding and your patience.
It is to our regret that your baggage did not arrive punctually in Amsterdam after your journey from Nanking via Frankfurt on 23 February and that you were missing some items of your bag’s content. A situation such as this is unpleasant, especially since you were disappointed about the behaviour with our staff at the Call Center. We can fully understand your frustration in this regard and for the inconvenience this caused you we sincerely apologise.
Friendliness, helpfulness and competence are very important aspects of our customer service. We therefore expect our staff to present themselves in a courteous and supportive manner at all times. We sincerely regret that you had the impression that this was not the case during your telephone call with our Call Center. Please be assured that your feedback is very important to us as it help us to find the areas that we need to concentrate on more and implement ways to improve any shortcomings. We have therefore documented your remarks for an internal review with our Call Center staff.
As the result of the delayed delivery of your luggage, you faced unforeseen expenses. We will, of course, be pleased to assist you with these within the limits of the legal liability as stipulated by the Montreal Convention. We reimburse half the costs of outer clothing and other items that remain in permanent use, and the full costs of toiletries and underwear. However, we kindly ask you for your understanding that we are unable to provide you with a lump sum payment concerning the period your luggage was missing. Additionally, we would like to inform you that we cannot reimburse food items which were purchased during this time as these are not considered as interim purchases. Based on the corresponding receipts the reimbursement amounts to a total of EUR19.95.
Naturally, we will also reimburse the damage you incurred due to the loss of some of the items which were inside your luggage. Though, since we have not the corresponding receipts of the lost items, we kindly ask for your understanding that we can only reimburse half of their given value. Based on the provided list this amounts to a total of EUR525.
In order to transfer the total amount of EUR544.95 to your account, we kindly ask you to send us your complete bank details, including the IBAN and the BIC/SWIFT code. As soon as we receive the necessary information we will transfer the money to your account without further notice. Please allow then up to 14 days for the transaction to be completed.
We hope that, despite this event, you will continue to fly with Lufthansa and assure you that we will do our utmost to make sure that your future flights with us proceed as smoothly as possible.
Yours sincerely,
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